Looking for:

A true problem solver who can take initiative for ticket resolution.

Someone who can communicate up and down- C level to peers
A TRUE problem solver who will make sure issues are tracked, follow up, and resolved.
Someone who will own the issue, whatever it is and do whatever it takes to resolve.
A person who is eager to learn new technologies and grow in their career.

Will consider recent college graduates with a BA in Computer Science

Responsible for providing Level 2 support for all components of the solution stack that include integration, application(s), and database(s). Successful candidates will have strong analytical, technical and communication skills with a strong savvy in customer service.

PRINCIPAL ACTIVITIES

• Support SoftWare related issues with Windows products, MS office, and other SW applications
• Successfully connect within a high performing team that relies on each member for overall success.  
• Collaborate and communicate with team members, all levels of management and internal customers
• Proactive monitoring of incoming incident events that could include self-assignment of event tickets or assignment to resource(s) outside of the support organization
• Ability to logically deduce incident events to identify potential problem area(s) and either resolve or help provide resolution.
• Liaison with business partners and vendors to resolve their IT related issues, problems and requests
• Craft requirements specifications according to standard templates, using natural language simply, clearly, unambiguously, and concisely
• Drive, manage and own various small project efforts to ensure that project timelines and objectives are met
• Own, and manage to completion, minor changes to applications and/or infrastructure
• Understand and manage expectations with business entities observing department protocols
• Identify areas of improvement and drive change within current processes and solution offering
• Ability to work under tense situations while managing expectations
• Work with users, when applicable, to identify possible work-arounds to provide immediate resolution in concert while the issue is being researched/worked 

KNOWLEDGE, SKILLS AND ABILITIES

• Analytical skills, to critically evaluate the information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a more general understanding, distinguish presented user requests from the underlying true needs, and distinguish solution ideas from requirements
• Listening skills, understand what information is said, what is not said and what a team member might be reluctant to say
• Previous experience supporting SoftWare related issues with Windows products, MS office

• Speaking and Writing, effectively to internal customers, team members and management.
• Interpersonal skills, to help negotiate priorities and to resolve conflicts among project stakeholders (such as customers, product management, and engineering)
• Organizational skills, to work with the vast array of information gathered during elicitation and analysis and to cope with rapidly changing information
• IT Concepts, understanding of IT vernacular, ability to comprehend basic solution architecture, and how basic systems interact with one another
• IT Troubleshooting, moderate ability in systems analysis, troubleshooting, software, permissions
• Dependability and reliability, ability to be consistent in actions and to be a productive member in a team environment.
• Able to work flexible schedule with hard start times. 

REQUIRED EXPERIENCE, QUALIFICATIONS AND EDUCATION

• University degree or equivalent experience in Computer Science, Information Technology or related field.
• Proven quality focus in providing customer driven-products, services and solutions in a high volume business.
• Adaptable, ambitious, and sensitive to cultural diversity while easily establishing credibility with teams globally.
• Ability to successfully participate in complex, virtual, and onsite teams in a matrix environment. Demonstrated ability to work well in a team environment and to lead others in a directed effort to complete projects.
• Strong communication and presentation skills and a proven ability to work with employees and management at all levels of the organization.

PREFERRED EXPERIENCE AND EDUCATION

• Solid understanding of at least one of the core business services 
• Fluency in an additional language
• Experience working with a ticketing system (remedy)
• Experience working in support environment
• Global support experience a plus
• Experience with service desk tools (e.g., Remedy)
• A background in Freight Forwarding or Logistics
• Experience with SQL databases